A government department needed to change its policies, processes and procedures quickly to implement major legislative change. It engaged Tactics to assist with process design and documentation development for external stakeholders and for staff.

The challenge

The legislative basis on which the department operated was about to change significantly. Staff found it difficult to think beyond the processes they were familiar with and redesign their way of working in the short time available. There was also some resistance to the required changes.

The approach

Two senior Tactics consultants familiarised themselves with the new legislation and facilitated extensive process mapping sessions with core stakeholders. Using a top-down approach and applying their knowledge of the legislation, they systematically identified and mapped all processes with the project team, from high-level overviews to detailed subprocesses and procedures.

After each session our consultants quickly produced cross-functional ‘swimlane’ diagrams that were very easy to understand. The diagrams facilitated decision-making and issues resolution and, once signed off, formed the basis for the detailed documentation we developed for external stakeholders and internal staff.

The result

Our clear and easy-to-read process diagrams were the key tool for designing new workflows and implementing the legislation changes in a short time frame. They made the design process transparent and allowed everyone to see how their roles were affected. The diagrams also expedited decision-making and getting senior management approvals, with the project manager commenting that, when reporting to the steering committee, the diagrams ‘did the work for her’.

The risk on projects like this is that subject matter experts and stakeholders get bogged down in detail early on. Our structured approach ensured that the project team systematically worked from high-level through to detail and that the right people were involved at each stage of the process.

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